Synexus upholds high standards of professionalism and integrity in all areas of care and takes seriously any complaints from patients. We recognise the need to be responsive when these standards of care are not met due to concerns raised by patients (or staff). In particular, we will:
In the first instance we ask that you to try to resolve your complaint directly at site by discussing it with the Site Manager. If the matter remains unresolved and you wish to escalate your complaint please follow the processes outlined below:
In writing: to the Site Manager of the site you attended for your appointment/visit. Please use the address for the site and address it either by name or title to the SITE MANAGER.
By Email: please ask for the email of the SITE MANAGER at the site you attended or use [email protected]
To help us deal with any complaint, it would be helpful to include the following information:
In all cases, Synexus will send an acknowledgement letter/email to the complainant stating a timeline for the investigation and full response. We endeavour to complete the investigation and provide a full and formal response within 21 days. If this cannot be completed, an explanation will be provided to the complainant.
If the involvement of a third party independent contact is considered helpful, the UK Director Medical Operations should be consulted using the email address provided above marked “FAO Director Medical Operations (UK)”.
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